Customer Service Supervisor - Express Scripts - Remote
Work shift: Sunday – Thursday 2:00PM – 11:00PM EST
As a Commercial Supervisor, you will coach and inspire a virtual team of Patient Care Advocates (PCAs) who support our Commercial Market members and clients. You lead with a servant mindset, care deeply about your people, and love helping them grow. Together, you will deliver a warm, expert experience every day.
You will partner with your Senior Manager to bring our operational strategy to life and lead daily operations. You will also work closely with Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations to keep our promises to customers and clients. If you are driven to learn, improve, and lift others up, we would love to have you on our team.
Key Responsibilities
- Lead a virtual team of 20+ Advocates to meet or exceed service and quality goals every day.
- Coach and develop Advocates through regular one-on-ones that celebrate wins, build skills, and set clear follow-up plans.
- Build a culture of accountability by sharing clear expectations in team and individual meetings.
- Spot service issues early through call monitoring and data review, then create action plans that keep performance strong.
- Use metrics and real-time tools such as Verint and CC Pulse to find trends and share insights with Workforce Management and leadership.
- Remove barriers so Advocates have the tools, training, and support they need to deliver great service.
- Boost retention and engagement by creating an inclusive team where every voice is valued.
- Drive continuous improvement and partner across teams to make the customer experience even better.
- Respond quickly to escalations, staffing gaps, and system issues to keep service on track.
Qualifications - Required
- High School Diploma or GED.
- 1+ years of leadership experience, such as RTL, SME, mentor, trainer, or supervisor.
- Strong written and verbal communication skills, including handling difficult conversations with care and professionalism.
- Ability to read operational reports, find root causes, and turn findings into measurable action plans.
- Collaborative style with the ability to influence and drive change across cross-functional teams.
- Creative, strategic thinker focused on continuous improvement.
- Working knowledge of HIPAA, Express Scripts quality standards, and company compliance requirements.
- Working knowledge of Microsoft Office, including Outlook, Teams, Word, Excel, and PowerPoint.
- Flexibility to work beyond your normal shift during peak periods or urgent needs.
Qualifications - Preferred
- Bachelor's degree.
- Strong coaching background.
- Experience leading and engaging a virtual or geographically dispersed team.
- Experience managing attendance, schedule adherence, occupancy, staffing, and service levels.
- Experience addressing performance concerns, documenting coaching, administering corrective action, and partnering with Employee Relations or Human Resources.
- Experience leading teams through process, technology, client, or organizational change.
- Experience managing client expectations, service commitments, or performance guarantees.
- Proficiency with Verint, Amazon Connect, and AI-enabled tools such as AI Companion.
This role is also anticipated to be eligible to participate in an annual bonus plan.
At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you need a reasonable accommodation to complete the online application process, please email [email protected] for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
High school diploma or GED; 1+ years leadership experience; strong communication; ability to analyze reports; HIPAA and Express Scripts quality standards; Microsoft Office proficiency; flexibility for extended shifts.
Key Responsibilities
- coaching team members
- monitoring performance
- managing escalations
Skills & Tools
Verint, CC Pulse, Amazon Connect, AI Companion, Microsoft Outlook, Microsoft Teams, Microsoft Word, Microsoft Excel, Microsoft PowerPoint
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 51,700 – 86,100 / year
- Languages: English
Benefits
- Generous paid time off
- Tuition reimbursement
- Retirement plan
About The Cigna Group
A global health service company dedicated to improving the health and vitality of those it serves. — Industry: Healthcare